Refund policy
Straightforward returns. Fair for everyone.
At RememberTheFilter.com we want you happy with your order. If something's wrong on our end, we fix it — no cost, no hassle. If you measured wrong, our Filter Fit Guarantee has you covered. And if you just need to return filters for another reason, the details below explain exactly how it works.
Return requests must be received within 30 days of the receipt of your order.
Free replacement
Defect in materials, workmanship, or a size error at our production facility — we replace or repair at no cost within 30 days.
Filter Fit Guarantee
If the filter you measured doesn't fit, we remake it. You cover a $30 shipping fee. Full terms →
30-day window, RMA required
Standard (non-custom) filters can be returned for refund within 30 days. Contact us first for an RMA. Return shipping deducted if we provide the label.
Returns & Exchanges
We work hard to ensure you're 100% satisfied with every purchase. In the unlikely event you need a return or exchange, we're ready to make it right. As an extra layer of confidence, we offer our industry-exclusive Filter Fit Guarantee™.
If you want to return filters for any other reason — for example, you need a different MERV rating or a different model — you can request a remake of the same size you originally ordered, at the same price you paid (including any discounts).
Refund Only — No Exchange
If you'd like to return filters without an exchange or remake, contact us to request a Return Merchandise Authorization (RMA). Once the RMA is approved:
Custom Sizes & Exact Filters®
Custom Sizes and Exact Filters® are considered special order and are not eligible for a refund.
Because these filters are cut to your specifications after you place the order, we can't restock or resell them. You still have two good paths if something's not right:
Please keep in mind: we cover your original order's shipping cost on free-shipping orders, and filter boxes are oversized (lightweight but physically large), which means real shipping costs on every order. The Custom & Exact Filters policy is how we keep pricing low and pass savings to customers. If you're unsure about sizing, reach out to customer service before placing your order — we're happy to help you measure right the first time.
Restocking Fee
A 25% restocking fee applies to returns of two or more cases of the same product, and to any return that wasn't pre-approved by customer service with a valid Return Merchandise Authorization (RMA). A single case counts as one product and does not incur a restocking fee.
If you're unsure about the filters you're ordering, start with a single case to confirm compatibility before committing to a larger bulk order. It's the best way to make sure the size, MERV rating, and fit all work in your system.
Always contact customer service for an RMA before returning any product. Unauthorized returns incur the restocking fee regardless of quantity.
We incur real costs to fulfill every order — production, packaging, shipping, carrier returns. Minimizing unauthorized bulk returns helps us keep pricing competitive and reduces waste. Thanks for understanding.
Special Order Products
Special Order products are not eligible for returns or refunds. These are sourced directly from the manufacturer, not regularly stocked, and cannot be returned once production begins.
Customers have 24 hours from the time of purchase to cancel a Special Order. After this window, the order cannot be changed or canceled.
Special Order products are clearly marked on the product page, inside quotes, and noted in draft orders. You may also be contacted by customer support after placing an order if your product falls into this category.
This policy applies to (but is not limited to): high-purity filters such as VariCel, HEPA, ULPA, and BioMax, as well as any filters with MERV 14 or higher ratings. These are made to meet specific facility requirements and aren't returnable through standard channels.
Refused Delivery
Refunds will not be issued for "refused delivery" orders. Many of our filters ship directly from manufacturers and/or are special order. Manufacturing plants will not accept a return without prior authorization.
If you receive a damaged shipment, please accept the delivery and document the damage with clear photos. Then contact customer service at 866-469-8556 or submit a damage claim. We handle damage claims through the carrier on your behalf and ship a replacement promptly.
The one exception is LTL freight shipments, which follow a different inspection process — see the LTL Freight section of our shipping page for those rules.
International Orders (Canada & Other)
International orders, including those shipped to Canada, are final sale. Returns and refunds are only available when there is an error on our end — a defect in materials or workmanship, the wrong product shipped, or a size error at our production facility.
Cross-border return shipping costs, customs paperwork, and duties make standard returns impractical for both sides. To keep international pricing fair, we limit returns to situations we caused.
If you're an international customer and unsure about sizing, MERV rating, or product compatibility, please contact customer service before placing your order. We're happy to help you confirm specs so you get the right filter the first time. Customs duties, taxes, and brokerage fees are the customer's responsibility and are non-refundable.
Warehouse Deals & Last Stock
Products marked Warehouse Deals or Last Stock are not eligible for return. All sales are final on these items. The deep discount reflects that these filters may have slightly imperfect packaging or are the last units of discontinued sizes — we pass the savings to you, but we can't accept returns on them.
How to Avoid Measuring Mistakes
We all make mistakes. To help avoid the most common measuring errors, we've put together detailed resources you can use before ordering:
Still not sure? Contact customer service before placing your order. Our team has over 50 years of combined HVAC filtration experience — getting your size right the first time saves everyone time and money.
How to Request a Return
Contact customer service within 30 days
Email support@rememberthefilter.com, text 425-515-2727, or call 866-469-8556. Have your order number ready.
Get your RMA number
We'll review your situation and issue a Return Merchandise Authorization (RMA) that tells our warehouse what to expect. This step is required — unauthorized returns trigger the 25% restocking fee.
Choose your return shipping
Ship via UPS or FedEx on your own, or request our prepaid label. If we provide the label, its cost is deducted from your refund at our lowest negotiated rate.
Receive your refund or remake
Refunds process to the original payment method once we receive the returned filters. Remakes ship from the production plant closest to you.
Return & Refund FAQ
How long do I have to return an item?Your return request must be received within 30 days of the receipt of your order. After 30 days, we can't process a refund or remake.
Custom Sizes and Exact Filters® are considered special order and are not eligible for a refund. If the size doesn't fit, use our Filter Fit Guarantee (for basic and pleated panel filters) or request store credit. If you choose store credit, return shipping is deducted from the credit amount.
A 25% restocking fee applies to returns of two or more cases of the same product, and to any return that wasn't pre-approved by customer service with a valid RMA. A single case counts as one product and does not incur the fee.
Contact us right away. For defects in materials or workmanship or a size error at our production facility, we replace or repair at no cost within 30 days of purchase. For shipping damage, please accept the delivery, photograph the damage, and submit a damage claim.
International orders, including Canada, are final sale and only eligible for return when there's a mistake on our end — a defect, wrong product, or production sizing error. Buyer's remorse, wrong-size orders, and other customer-side reasons are not covered. Customs duties, taxes, and brokerage fees are non-refundable. See full international policy →
No — refunds are not issued for refused-delivery orders. Please accept the shipment and contact customer service to start a proper return. Refusing delivery creates problems we can't resolve with the carrier or manufacturer without prior authorization.
Yes, within 24 hours of purchase. After 24 hours, Special Orders can't be changed or canceled because they're already in production at the manufacturer. This applies to VariCel, HEPA, ULPA, BioMax, MERV 14+, and any other product marked as Special Order.
For defects or errors made by our production facility, we pay return shipping. For customer-initiated returns, you can ship via your own carrier or use our prepaid FedEx label, the cost of which is deducted from your refund at our lowest negotiated shipping rate.
Once we receive the returned filters at our warehouse and confirm the contents, we process refunds within a few business days. Your bank or card network may take an additional 3–10 business days to post the refund to your account.
Need help with a return?
Our team is based in Lake Stevens, Washington, with over 50 years of combined HVAC filtration experience. We're happy to walk you through a return or answer questions before you order. Reach out Mon–Fri, 6 AM – 5 PM PST.